Senior Manager, IT Helpdesk

The Role:

Are you an experienced people manager with a strong technical background in desktop systems architecture, service desk and operations? Do you enjoy mentoring and growing teams, helping them learn new technologies and different ways of working to improve their ability to deliver change to the organization? If you have experience in leading a customer-first, data driven service desk, and improving core IT services while leading the charge in improving internal customer experience.

This person manages a talented global desktop support team within ForgeRock IT. This will be a key leadership position in the IT Operations organization, responsible for all aspects of end user service delivery and for driving the overall Operations delivery strategy. 

This leader will be responsible for delivery of all aspects of end user support with a focus on Customer First. 

Responsibilities:

• Build a World Class IT Service Delivery Organization: You will be responsible for driving a customer-centric approach to IT Service. Understanding how people use technology and reducing the friction and overhead associated with it will be key factors in creating a great user experience. You will build cross functional relationships across the business to drive change to optimize our use of technology. Using metrics, you will highlight problem areas and champion projects to reduce the need to contact support. 

• Lead a High Performing Team: You will draw upon your experience leading high-performance teams as you help the Global HelpDesk team be recognized as one that is fanatical about customer service. You will be excited about holding the team to high standards for performance, teamwork, and accountability while providing an environment that fosters a high level of job satisfaction and morale for team members. A key measure of your success and that of the team overall will be employee and customer satisfaction.

• Measure Everything that Matters: Using your experience and passion with leading improvements to IT systems with metrics and data, you will be a champion driving the organization to monitor and measure the reliability and effectiveness of the IT Operation systems and processes with metrics and dashboards, continually improving effectiveness and customer satisfaction, ensuring key SLAs are met.

• Technical Expert for Service Delivery: With your background in IT Desktop Engineering and service delivery, you will be driving the automation strategy for the HelpDesk group. You will leverage your deep expertise in designing, deploying and supporting MacOS, Windows and IOS. You will evaluate the design implementation of MDM systems, and build efficient and scalable systems and processes to support ForgeRock’s growth plans. You will be evaluating the latest hardware and software, and driving departmental cost optimization. 

• Cross Functional Leadership: You will work closely with HR, Facilities, Enterprise Security, and other teams to represent the IT organization as a leader or stakeholder on cross functional initiatives including room based video conferencing, networking, office rollout and expansions, and providing a great day one user experience for new hires.  

• Be a Trusted Business Partner: Your background demonstrates a strong consultative style that allows you to build close relationships with key leaders across the company, understand their business needs/objectives, and deliver innovative IT solutions that help the company achieve its goals. You are well-versed in agile methods, how to apply them in an IT context, and will use those methods to help the IT team deliver incremental change quickly to the business. 

Required Skills & Qualifications:

• 7 years of experience in macOS/Windows Desktop systems administration with 3 years of experience in formal leadership/people management roles.
• Expert experience in using automated metrics to measure technology and process effectiveness and consistency.
• Experience building an automation-first, scalable desktop environment.
• Have a clear understanding of cloud computing services/deployment architecture.
• Demonstrated aptitude for learning new technologies and methods.
• Demonstrable experience in leading a distributed, customer-focused, efficient and effective support function for medium to large global enterprises.
• Demonstrated experience in assessing talent, handling performance and making tough decisions.
• Demonstrated expertise on Jamf, InTune or other desktop management tools. 
• Experience with a desktop Linux environment preferred.
• Creative thinker and problem solver.
• Ability to plan for the future in order to avoid/eliminate issues.
• Excellent communication, both verbal and written; you will be working across the organization to get the job done.
• Self-motivated, willing to take initiative, organized, able to work unaccompanied and manage communications appropriately.